TA at Talent Stock Solutions
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Senior Manager - Customer Service Design - Internet/Online (2-6 yrs)
Senior Manager 2 - CS Design
About the role :
CS Design :
- Map overall customer journey, milestones and identify necessary interventions to improve customer experience and reduce contacts
- Help develop policies, processes and systems across the company to improve customer experience.
- Share data, insights and best practices from within the company and outside to constantly help improve customer experience.
- Create BRDs, SOPs, etc. and interact with various teams to implement enhancements
- Create and enforce the right customer experience guardrails, exception handling mechanisms and business throttles to ensure that sub-par experience is not delivered or removed immediately once identified
- Analyze data to conceptualize and put forward the customer issues, present the same to stakeholders/ Category team
- Proactively identify trends of CX metric to prevent / identify customer impacting issues
- Liaison with multiple design / product / category teams stakeholders to implement the necessary changes
- Review the process/strategy for new constructs from end to end customer experience point of view